sketching in service design
DESCRIPTION
A brief run-through of various group-based and individual techniques for using the wonders of sketching in Service Design. The second half of the presentation covers hands-on drawing techniques to tackle common objects and other things often drawn in Service Design artefacts.TRANSCRIPT
Sketching in Service Design
Service Design Thinks & DrinksBen Crothers, Digital Eskimo
@bencrothers
Sketching in Service Design | Service Design Thinks & Drinks, April 2012
We’re not talking about this...
...or this...
What we are talking about
Sketching to help others communicate to usSketching to help us communicate to othersHints and tips for Service Design sketching
Sketching in Service Design | Service Design Thinks & Drinks, April 2012
Helping others communicate to us
Storyboards as a group activity
Storyboards as a group activity
Done individually or in small groups
Good for:Capturing existing experiences or problemsCapturing desired experiences or solutionsMy point of view or target user point of viewCan be more economical than enactment, or a step toward loosening up for enactment
Sketching in Service Design | Service Design Thinks & Drinks, April 2012
Storyboards as a group activity
How:Use a template of 6 framesHelp them along the way with stick-on emoticonsProvide a prompt sheet to remind participants about actions, expectations, decisions, responses, emotionsHave each participant present their storyboard
Sketching in Service Design | Service Design Thinks & Drinks, April 2012
Personas
Personas (or nudies)
Good for:Small groupsScrutiny and discussion for authentic target audiences
Watch out for:'Aspirational' personas
Sketching in Service Design | Service Design Thinks & Drinks, April 2012
Personas (or nudies)
How:Start with a nudie templateHelp them along the way with stick-on emoticons, icons, media and website preferencesProvide a prompt sheet to remind participants about behaviours, drivers, preferences, scenarioHave each participant present their nudie
Sketching in Service Design | Service Design Thinks & Drinks, April 2012
Customer journey maps
Customer journey maps
Good for:Combining a target user's experience with other systems, processes and actors impacting the experience that they may/may not seeSmall groups to co-create
Not good for:Individual workDetail
Sketching in Service Design | Service Design Thinks & Drinks, April 2012
Customer journey maps
How:Ideally, start with a persona the group createdHave a clear objective in mindWind them up and let them goUse post-it notes and other detachable things as part of the sketch
Sketching in Service Design | Service Design Thinks & Drinks, April 2012
Graphic facilitation
Graphic facilitation
Capturing a group discussion as a concise set of sketched concepts, objects and interactionsGood for:Helping a group to work through and clarify a solution, capture questions and issues
Watch out for:Can be counter-productive if not confidentPotentially distracting
Sketching in Service Design | Service Design Thinks & Drinks, April 2012
Helping us communicate to others
Object and domain modelling
Object and domain modelling
Capturing an existing or proposed landscape of objects and relationshipsGood for:Helping anyone to grasp an issue or your solutionBuilding up a library of reusable icons
Watch out for:Can get too complicated if you're not careful
Sketching in Service Design | Service Design Thinks & Drinks, April 2012
Storyboards
Step 1: get your story straight
Step 2: get in touch with emotions
Step 3: roll camera
Step 4: refine for impact
Step 5: end well
Sketching concepts
Sketching concepts
Sketching concepts
Hints and tips for Service Design sketching
Sketch with confidence
Sketching is a powerful means of communication
As a designer, be as confident with sketching as you are with designing, facilitating and speaking
Let your sketches be part of the sell, and watch the magic!
Sketching in Service Design | Service Design Thinks & Drinks, April 2012
Go easy on yourself
Start simple
Sketch for fun
Get good at the simple stuff
Copy others (for practice)
Sketching in Service Design | Service Design Thinks & Drinks, April 2012
Slow down
You can't draw quickly and accurately straight away
Start drawing slowly and focus on accuracy
Sketching in Service Design | Service Design Thinks & Drinks, April 2012
Sketching techniques
People and emotions
Everyday objects in services
Arrows and balloons
Drawing in 3D...
Visual fidelity: less is more
Sketching in Service Design | Service Design Thinks & Drinks, April 2012
Sketching in Service Design | Service Design Thinks & Drinks, April 2012
Sketching in Service Design | Service Design Thinks & Drinks, April 2012
Sketching in Service Design | Service Design Thinks & Drinks, April 2012
Sketching in Service Design | Service Design Thinks & Drinks, April 2012
Sketching in Service Design | Service Design Thinks & Drinks, April 2012
Sketching in Service Design | Service Design Thinks & Drinks, April 2012
Sketching in Service Design | Service Design Thinks & Drinks, April 2012
Sketching in Service Design | Service Design Thinks & Drinks, April 2012
Sketching in Service Design | Service Design Thinks & Drinks, April 2012
Sketching in Service Design | Service Design Thinks & Drinks, April 2012
Sketching in Service Design | Service Design Thinks & Drinks, April 2012
Sketching in Service Design | Service Design Thinks & Drinks, April 2012